Customer Touchstone
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Category Archives for Customer Experience

Customer Experience – Washing Machine Blues

Excellent customer service is not the same as an excellent customer experience. You can have a great customer service but customer experience reflects the whole journey and may leave your customers feeling

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Customer Experience is Tested – Short Video

Our dear and quite new LG F12U1TCN4 washing machine which got written off after only 7 months – despite a 5 year extended warranty. Full text story here Customer Experience Washing Machine Blues; A

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Your Customers Experience and the Ten Principles

Towards the bottom of this article you will find the 10 Principle to focus on for great customer experience. Don’t Pay Attention to Your Customer Experience! And observe what happens as your business

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Learn Scrivener Fast – Customer Experience Written Report

I’ve done two version of this report, this is the written/text version. If you prefer you can watch and listen to a video report instead which is available here; Learn Scrivener Fast Video Report. As

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Learn Scrivener Fast – Customer Experience Video

Learn Scrivener Fast is a training course for a software program called Scrivener. Typically this software is designed for people who write/author books. It is also used for other tasks like writing screenplays. The

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Why Customer Experience Principles?

Principle – Reflect the Customers Identity Personal values and beliefs create a self-image. How we see ourselves in our world has a huge impact on our buying decisions. We buy products and services which

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Customers and Customer Experience

Peter Drucker, The Practice of Management said “There is only one valid definition of a business purpose: to create a customer.” I happen to think Mr Drucker was partially correct but would extend

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The Principles of Human Customer Experience

There are a wide range of psychologies involved in the way we experience the world as customers. There are often of course, multiple channels or touch points which will shape our opinions and experiences.

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Customer Experience and Increasing Average Life Time Value

Is it possible to increase the average lifetime value of a customer in such a way that is better for the customer and better for the business? I believe the answer is yes and this isn’t about better

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Customer Service Improvement Ideas

We know that great customer service leads to happy customers who will want to return again.  Hopefully, these customers will also spread the word about the great customer service they received!  Improving

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